Service Delivery Manager – Customer Lead

• Proven experience as a Service Delivery Manager or Customer Lead acting as main client contact.
• Experience supporting customer onboarding activities.
• Hands-on experience with ServiceNow for tickets and incident management.
• Experience co-owning resourcing and staffing decision processes.
• Experience facilitating team meetings including daily stand-ups.
• Experience managing team attendance and absences.
• Ability to chair customer-facing meetings and lead discussions on service delivery topics.
• Ability to host development meetings and support product review processes.
• Strong collaboration skills with internal leads and escalation management.
• Comfortable managing distributed teams across different countries.
• Proactive, structured, and responsible for client relationship ownership.
• Strong incident management focus ensuring operational activities and SLAs.

• Act as the main contact person for a client throughout the contract.
• Support customer onboarding activities in collaboration with the Team and Team Lead.
• Use ServiceNow for managing tickets, incidents, and service delivery workflows.
• Co-own resourcing and staffing decisions including quality control, feedback, and improvement plans.
• Facilitate daily stand-ups and other team and improvement meetings.
• Manage day-to-day team operations such as holiday planning, sick leave, and absence backup.

Leadership & Collaboration:

• Chair customer-facing Support & Business Meetings focusing on tickets, risk management, gap analysis, process improvements, team feedback, and future outlook.
• Host Development Meetings and support the CPO in reviewing ongoing and upcoming stories.
• Collaborate with Team Lead and AMS Team Lead to flag risks, escalations, and potential up-sell opportunities.
• Direct team members based in other countries during their working hours as relevant.

Professional Traits:

• Take full ownership of client relationships proactively and in a structured manner.
• Maintain a strong incident-management mindset ensuring contract requirements including SLAs are followed.